Mía

Exclude a contact from Mía and restore replies

Stop automatic customer WhatsApp replies for a selected contact in this location. Inbox contact pauses use the same exclusion mechanism.

Step by step

1. Open “Settings” from the sidebar.
2. As owner, select the correct location. Open Settings → “WhatsApp & Mía” and find “Excluded contacts” → “People Mía doesn't reply to”. On mobile, scroll the settings tab row if needed. These owner settings are separate from whether your plan currently allows customer Mía to reply.
3. Press “Add contact”. In “Number with country code”, enter the contact’s full international number, preferably with + and the country code. Check the exact person and digits; do not use another contact’s number.
4. Numbers without an international prefix are currently interpreted using Colombia as the default country, not automatically the business’s country. Include the correct country code to avoid excluding the wrong number. Optionally add “Name (optional)”, up to 80 characters.
5. Press “Exclude” and wait for “Contact excluded — Mía no longer replies to them”. Reopen or reload the section and verify the stored number and label. Re-adding the same number updates its label rather than creating another entry. An invalid-number error means nothing was added.
6. The exclusion prevents automatic customer Mía replies to new incoming customer messages in this location. It does not delete appointments or history, block the person in WhatsApp, withdraw marketing consent or change reminder preferences. Registered owner-assistant messages bypass customer exclusions; manage owner-number registration to revoke that access.
7. Inbox contact pauses use the same exclusion mechanism, not a second unrelated list. Resume in the inbox can leave a phone-number entry added in Settings, so refresh and check both views. With a shared WhatsApp number, an exclusion in any participating location can also silence the location-selection question; entries are not automatically copied between locations.
8. Excluding a contact does not cancel a reply already generated or queued; it may still arrive. Manual replies, official appointment/reminder messages and valid appointment-button actions use their own rules. Manage available notification preferences and manual replies separately; this list does not recall queued sends or stop every message.
9. To remove the exclusion, identify its row and press the trash button, labeled “Remove excluded contact”. Removal applies immediately without a confirmation dialog; click only the intended row. Wait for “Contact removed”, reload and confirm the entry is gone.
10. Removing an exclusion only permits new eligible traffic; it does not replay ignored messages or guarantee an immediate reply. Check remaining exclusions, customer/provider blocks, human silence, global activation, connection and plan. After a save/removal error, reload before retrying; contact support with location, time and warning if unclear.

Feature availability depends on your plan and permissions.